Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally. We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.
* Role Details
o Title: IT Service Desk Analyst – 1st Line (FTC 12 months)
o Organisation/Team: JD Sports Fashion Plc
o Group IT Reporting to: First Line Service Desk Team Leader
o Location: JD HO, Bury
o Level: 6
o Approx # of Direct Reports: 0
Role description
* Reporting to the IT Service Desk First Line team leader the IT Service Desk Analyst will be responsible for providing 1st line technical support to the JD Group fascias and offices.
* To provide technical support, including detection, recording, analysis and the resolution of incidents received via phone, email, intranet and walk-up.
* Respond to support enquiries directly from clients, and help them resolve hardware and / or software problems.
* To maintain a high degree of customer service for all support queries and adhere to all service management principles.
* To arrange for external technical support where problems cannot be resolved in house.
* Work closely with the service support teams, development teams and key business stakeholders to ensure that incidents are managed through to resolution.
Responsibilities
* To provide 1st line technical support for the IT functions of the business.
* Respond to support enquiries directly from clients and help them resolve hardware and / or software problems via phone and ticketing system.
* Log all support calls within the ITSM call logging tool.
* Maintain a high degree of customer service for all support queries and adhere to service management principles.
* Liaise with other JD Technical teams as required (escalating to 2nd Line).
* Liaise with 3rd party technical support teams when necessary.
* Assist and work alongside Knowledge Management to document working procedures.
* Establish and maintain effective relationships with business users and group IT teams.
* Own customer issues and drive through to resolution.
* Assist ITIL managers in the development and maintenance of IT Support processes.
* Proactively identify areas for improvement and drive through to implementation.
Experience & Knowledge
* Essential: Excellent written and verbal communication skills; ability to log and escalate issues; calm under pressure; adaptable in a dynamic, fast-paced setting; multi-tasking with attention to detail; good working knowledge of Microsoft Windows (v7–v8) & Office packages (2007–365); good network knowledge (WAN/LAN); PC hardware setup, configuration and maintenance; understanding of business drivers.
* Preferable: Experience in a retail environment; experience in an ITIL environment; ability to demonstrate business and IT benefits; understanding of MAC OSX & iOS (including MDM); exposure to ERP solutions, standards, tools and techniques.
* Skills / Behaviours: Incident diagnosis and problem solving; interpersonal, communication and negotiation skills; planning and prioritisation; customer service ethos; team player; flexible approach; willingness to learn new skills.
Other details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Retail
We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff discounts and personal development opportunities.
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